The Customer Success Support Specialist (CSS) is responsible for developing high-trust relationships with Benefitfocus customers as well as responding to and resolving customer inquiries in a timely and professional manner for highly customizable Benefitfocus products.
The primary functions of the CSS role include triaging system issues, collaborating internally to ensure items are resolved with the highest quality, and providing cause and resolution details to customers.
This role requires strong analytical skills, excellent written communication, and the ability to excel in a fast-paced and team-oriented environment.
Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution
Work directly with customers to troubleshoot, research, and resolve questions and issues within our products; Collaborate with other associates and resources required to resolve issues
Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise; Consistently provide status updates for active issues for both the customer and internal associates
Document all communication and maintain accurate and up-to-date status of all triage actions performed within our issue management system Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary
Collaborate with Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support during each customer's annual Open Enrollment period
Successful experience managing a portfolio of customers consisting of companies with a high-level of complexity, focus and intensity
Focused on establishing, maintaining and growing broad and deep relationships within each customer account
Anticipate, identify and meet customers' needs
Excellent analytical, problem solving, time management, and multi-tasking skills Ability to deliver quality results in a fast-paced environment
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. It is Benefitfocus' policy to encourage diversity in hiring, recognizing that this enriches the work environment for all Benefitfocus Associates and that a broad variety of perspectives enhances decision-making and creativity. Benefitfocus is an Equal Opportunity Employer Minority/Female/Disability/Veteran.